CUSTOMER CARE SPECIALIST TIER 1 - BILINGUAL Systech
THIS JOB HAS EXPIRED COMPANY DESCRIPTION
In 1985, Systech International recognized that pharmaceutical companies were facing growing pressures to become more effective in producing quality products while maintaining compliance with regulatory mandates. Suppliers supporting the industry offered technology that needed to be custom integrated and only solved a point solution. Systech developed a better way to serve the industry's real needs by introducing a complete and configurable machine vision solution with device management and information visibility as part of their productized packaging offerings.
Through innovative software development and ongoing support, Systech has changed the way companies think about their packaging needs. Systech began with machine vision tools for the pharmaceutical packaging line, which at its core, enabled customers to ensure maximum quality. Systech then introduced its line monitoring and control solution that includes automated procedural management, analytics and reporting of information. With the addition of serialization and ERP integration, Systech has evolved their offering into a complete Packaging Execution System (PES).
Because of Systech's domain expertise and significant market penetration at the packaging operations level, many industry partners have turned to them to ensure quality and regulatory compliance and to improve efficiencies for their customers' businesses. Customers in the pharmaceutical, medical devices, biotechnology, food and beverage, and healthcare industries can protect their consumers and optimize their businesses through Systech's suite of products.
With deployments throughout Europe, Asia-Pac, Central and Latin America, Canada, and the United States, Systech delivers the industry's most comprehensive Packaging Execution System designed to meet both current and future production needs. Systech products are trusted and used by many of the world's leading Fortune 500 companies.
Headquartered in Cranbury, NJ, Systech with its international headquarters in Brussels, Belgium, serving more than 26 countries worldwide with a dedicated sales and services team located globally to address the immediate needs of their customers.
We are growing to meet the needs of our clients and our growing market!
The Customer Care Specialist ? Tier 1 (CCS) acts primarily as the initial contact for customers, partners and employees seeking assistance typically via telephone and email. The Customer Care Specialist is responsible for obtaining a clear understanding of the request or issue and gathering evidence of particular situation. Once all information is gathered, the CCS will document the situation in a case management system and provide the client with a case reference number. The Customer Care Specialist will attempt to answer the question/resolve the issue. If they cannot provide the client with a solution/answer, the CCS will escalate the case according to the SOP. This position is also responsible for handling a variety of administrative tasks.
EDUCATION and/or EXPERIENCE:
BA/BS college degree and/or Customer or Technical Support experience
Minimum of 2 years Customer or Helpdesk support required
Ideal candidate shows potential to progress beyond this position
Bilingual highly desired
Experience in providing customer and/or technical support in a call center environment
Experience utilizing call management and trouble ticketing systems
Demonstrate a technical aptitude and a basic understanding of troubleshooting a problem
Demonstrate proper phone etiquette
Excellent oral and written communication skills
Effective listening skills
Strong problem-solving skills, analytical skills and detail oriented
Possesses strong customer relation skills
Ability to prioritize appropriately and multi-task effectively
Strong team player
Interacts effectively and coordinates with appropriate resources to resolve issues, satisfy and retain customers
Ability to work effectively under pressure in a fast-paced, changing environment
Must speak fluent English, bilingual preferred
Ability to lift a maximum of 50 lbs
ESSENTIAL DUTIES AND RESPONSIBILITIES
Answer calls offered from an ACD routing system and respond to email requests received, in accordance with service level agreements, SOPs and performance metrics
Open a case in a CRM for every reported issue or inquiry, regardless of the circumstances, and provide Case reference numbers to customers
Interact effectively with worldwide customers to provide and process information in response to inquiries, concerns, and requests about products and services
Gather customer?s information and determine the issue by evaluating and analyzing the symptoms
Maintain current and accurate customer profiles and system record information within the CRM system
Resolve Tier - 1 support issues
Identify and escalate priority issues appropriately
Handle cases assigned over, due to differences in time zones & work balancing
Create and update case records, detail actions taken, problem identification, and resolutions; including follow-ups and scheduled call backs to customer, where necessary
Follow-up with Clients regarding RMA status
Generate Out of Production notifications
Provide FTP access to customers, partners and Systech employees
Distribute software releases, as required
Participate in case review meetings for issues escalated to Technical Support
Participate in a department on-call rotation for 24x7x365 Enterprise support, as needed
Process detailed handovers from Project teams to CCTS
Perform all required tasks in a timely, professional manner within service level objectives and in accordance with performance metrics
Continuously strive to increase product and business knowledge
Provide responsive and effective solutions
Provide recommendations for process improvement
Perform other support and reporting duties, as assigned
All your information will be kept confidential according to EEO guidelines.
||2540 Route 130 |
Cranbury, NJ 08512
THIS JOB HAS EXPIRED